Terms & Conditions

Last updated: 13 August 2026

These Terms & Conditions apply to purchases made from Decor Express Ltd through www.decor-express.co.uk and, where relevant, purchases made directly from our stores.

Please read these Terms carefully before placing an order. By placing an order with us, you agree to be bound by these Terms together with any policies referred to below.

Nothing in these Terms affects your statutory rights as a consumer.

1. About Us

Decor Express Ltd is a company registered in England and Wales.

Company name: Decor Express Ltd
Company number: 09036246
Registered office: 44–48 Lavender Hill, London, SW11 5RH
VAT number: 194087774

Our trading locations are:

Clapham
44–48 Lavender Hill
London
SW11 5RH

Richmond
5–6 Lichfield Terrace
Sheen Road
London
TW9 1AS

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122

Throughout these Terms, “Decor Express”, “we”, “us” and “our” refer to Decor Express Ltd.

“You” and “your” refer to the person or business placing an order with us.

2. Consumers and Business Customers

Some rights described in these Terms apply specifically to consumers.

A consumer is an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.

If you are purchasing wholly or mainly for business or trade purposes, you are a business customer and certain consumer protections, including statutory cooling-off rights for distance sales, will not apply.

Separate trade account or credit account terms may also apply where these have been agreed with you. If there is any conflict between these Terms and specific written terms agreed for your trade or credit account, the specifically agreed terms will take precedence to the extent of that conflict.

3. Other Policies

These Terms should be read together with our:

  • Returns & Refunds Policy;

  • Delivery Information;

  • Privacy Policy;

  • Frequently Asked Questions; and

  • any specific promotional terms displayed in connection with an offer.

Where appropriate, these policies form part of the terms applying to your order.

4. Our Website

We make reasonable efforts to ensure that the information displayed on our website is accurate and up to date.

However, product availability, packaging, specifications and other information may occasionally change without prior notice.

Images are provided for illustrative purposes. Packaging may differ from that shown online without affecting the product itself.

Colours displayed on phones, tablets and computer screens are for guidance only and should not be relied upon as an exact representation of a physical paint colour.

Access to our website may occasionally be interrupted for maintenance, technical reasons or circumstances outside our reasonable control.

5. Products

We sell decorating materials, paints, tools, accessories, building products and other related goods.

Some products are:

  • ready-made stock products;

  • mixed or tinted to order;

  • colour matched;

  • specially ordered;

  • subject to age restrictions;

  • subject to courier or transport restrictions; or

  • available for store collection only.

Relevant restrictions will be displayed where reasonably possible on the product page or during checkout.

6. Paint Colours, Mixing and Colour Matching

Many paints sold by Decor Express are mixed or tinted after an order is placed.

You are responsible for checking the brand, product, colour, finish and size selected before completing your order.

6.1 Digital colour representation

Colours displayed on screens are for guidance only.

The appearance of a colour can be affected by:

  • screen settings and calibration;

  • natural and artificial lighting;

  • surrounding colours;

  • substrate and surface preparation;

  • paint finish and sheen level;

  • application method; and

  • the number of coats applied.

We strongly recommend purchasing a tester or sample pot where available and viewing the colour in the intended environment before ordering larger quantities.

6.2 Colour matching

Colour matching and colour scanning are intended to produce the closest achievable match using the selected paint system.

An exact visual match cannot always be guaranteed.

Differences can occur because of the formulation, pigments, base paint, sheen level, age or condition of the original coating, surface and lighting.

Cross-brand colour matching should therefore be treated as an approximation rather than a guarantee that one manufacturer’s paint will be identical to another manufacturer’s original colour.

6.3 Reorders

Professional automated tinting systems are designed to produce consistent results. However, minor variations can occasionally occur between batches, products or paint produced at different times.

Where colour consistency is particularly important, we recommend ordering sufficient paint for the whole continuous area at the same time.

You should retain your order details and the tinting label from your paint tin in case you need to reorder.

6.4 Correctly mixed paint

A difference caused solely by lighting, surface, sheen, screen representation or normal batch tolerance does not necessarily mean that paint has been incorrectly mixed or is faulty.

If you believe your paint has genuinely been mixed incorrectly, please stop using it where reasonably possible and contact us promptly with your order number, photographs and a clear photograph of the tinting label.

7. Mixed-to-Order and Bespoke Products

Paint mixed, tinted or colour-matched specifically after you place your order may be made to your individual specifications.

Where a product falls within the statutory exception for goods made to a consumer’s specifications or clearly personalised, the usual statutory change-of-mind cancellation right does not apply.

Our additional 30-day goodwill returns policy does not apply to mixed-to-order, tinted, colour-matched or otherwise customised paint unless we expressly state otherwise.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

If you wish to cancel mixed-to-order paint, please contact us immediately. We will check whether preparation has begun and whether cancellation remains possible.

8. Placing an Order

You can place an order through our website by following the checkout process.

Before completing payment, you are responsible for checking:

  • the products selected;

  • quantity;

  • colour;

  • finish;

  • size;

  • billing information;

  • delivery or collection details; and

  • any promotional code applied.

Please correct any errors before submitting your order.

When you place an order, you are making an offer to purchase the goods from us.

An automated acknowledgement confirming that we have received your order does not necessarily mean that we have accepted it.

A contract is formed when we accept your order by confirming that it has been dispatched, is ready for collection or otherwise expressly confirming acceptance.

9. When We May Be Unable to Accept an Order

We may be unable to accept all or part of an order for a legitimate reason, including where:

  • a product is unavailable;

  • a tinting base or component required to prepare the product is unavailable;

  • we identify an obvious pricing or product information error;

  • we cannot deliver to the address supplied;

  • an age or identity requirement cannot be satisfied;

  • payment cannot be authorised;

  • we reasonably suspect fraud or unauthorised payment activity;

  • the quantity ordered exceeds reasonable availability;

  • a legal or regulatory restriction prevents us from supplying the product; or

  • circumstances outside our reasonable control prevent fulfilment.

If we cannot accept your order, we will inform you and refund any payment taken for goods we cannot supply.

We will not make a materially different product substitution without your agreement.

10. Prices and VAT

We take reasonable care to ensure that prices displayed on our website are correct.

Prices will be shown with the applicable VAT information.

The price payable is normally the price shown when you place your order, together with any applicable delivery charge.

We may change our prices at any time, but changes will not normally affect orders that we have already accepted.

10.1 Pricing errors

Occasionally an incorrect price may be displayed.

If the correct price is lower than the price charged, we will charge or refund the appropriate lower amount.

If an obvious pricing error means the correct price is higher than the price displayed, we may contact you before accepting the order and give you the option to proceed at the correct price or cancel the affected product.

If we cannot contact you, we may cancel the affected item and refund any payment received for it.

11. Payment

Payment must be made using one of the payment methods available during checkout unless separate credit or trade account arrangements have been agreed.

Payment may be authorised or taken before the order is accepted.

If we are subsequently unable to accept or fulfil your order, any payment due back to you will be refunded to the original payment method.

We reserve the right to carry out reasonable fraud prevention and payment verification checks.

12. Promotions and Discount Codes

From time to time we may offer promotions, special prices or discount codes.

Unless the individual promotion states otherwise:

  • only one discount code may be used per order;

  • discount codes cannot be exchanged for cash;

  • promotional offers are subject to availability;

  • discount codes cannot normally be applied retrospectively to orders already placed;

  • some products or brands may be excluded;

  • promotions cannot normally be combined with another promotion or discount;

  • minimum order values may apply; and

  • delivery charges do not count towards a minimum qualifying spend unless expressly stated.

We may end or change a promotion where reasonably necessary, but this will not affect orders already accepted under that promotion.

Additional terms displayed with an individual offer will also apply.

13. Delivery

Current delivery options, charges, restrictions and estimated delivery times are set out on our Delivery Information page and during checkout.

Most eligible orders placed before our published cut-off are prepared for Next Working Day Delivery, subject to stock availability and product restrictions.

“Working Day” means Monday to Friday excluding Bank Holidays.

Next Working Day delivery is an estimated service unless we expressly state that a particular service is guaranteed.

Delivery can occasionally be affected by events outside our reasonable control, including courier disruption, severe weather, traffic, industrial action or exceptional demand.

Nothing in this section removes any statutory rights you may have where delivery is unreasonably delayed or goods are not delivered as agreed.

14. Delivery Address

You are responsible for providing a complete and accurate delivery address.

Please contact us immediately if you notice an error.

Once an order has been processed or dispatched, we may not be able to amend the address.

We cannot be responsible for delays resulting solely from inaccurate or incomplete delivery information provided by you where we have taken reasonable steps to deliver to the address supplied.

15. Multiple Parcels

Larger orders may be divided into multiple parcels.

Although parcels are normally dispatched together, they may become separated within the courier network and arrive at different times.

If only part of your order has arrived, please check all available tracking information before reporting an item as missing.

16. Delivery Delays

We will take reasonable steps to dispatch and deliver orders within the timeframe communicated to you.

Estimated delivery times are not guaranteed unless expressly stated otherwise.

If there is a significant delay, please contact us and we will investigate with the courier.

Where the law gives you a right to cancel because goods have not been delivered within an agreed or legally required timeframe, nothing in these Terms removes that right.

17. Risk and Ownership

Ownership of goods passes to you once we have received payment in full.

For consumer orders, responsibility for the goods passes in accordance with applicable consumer law when the goods are delivered into your possession or the possession of a person you have identified to receive them.

This does not affect your rights if the goods are later found to have been damaged before delivery, faulty or not as described.

18. Click & Collect

Free Click & Collect is available for eligible products from our participating Decor Express stores.

Please wait until we have confirmed that your order is ready before travelling to the store.

You may be asked to provide:

  • your order confirmation;

  • information necessary to identify the order; and

  • valid proof of age or identification where required for an age-restricted product.

If someone else will collect the order on your behalf, please ensure that they have the relevant order information.

Orders should be collected within the period stated in your collection notification or otherwise agreed with us.

19. Age-Restricted and Restricted Products

Some goods may only be sold to customers who meet the applicable legal age requirement.

We may carry out age verification checks and require valid photographic identification before releasing an age-restricted product.

Where necessary, age-restricted products may be limited to store collection.

We will not supply a restricted product where we cannot reasonably verify that applicable legal requirements have been met.

Some products may also be restricted from normal courier transport because of their size, contents or classification. These products may be marked Store Collection Only.

20. Cancelling an Online Order – Consumer Rights

This section applies where you are purchasing as a consumer.

For most eligible goods purchased online, you have a statutory right to change your mind and cancel the contract without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple goods delivered on different days, the relevant cancellation period may run from receipt of the final item.

To exercise this right, you must clearly tell us that you wish to cancel before the cancellation period expires.

You can contact us at:

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122
Post: Decor Express Ltd, 44–48 Lavender Hill, London, SW11 5RH

You may use the Model Cancellation Form at the end of these Terms, but you do not have to use it.

21. Exceptions to the Right to Change Your Mind

The statutory right to change your mind does not apply to certain categories of goods.

This may include goods which are made to your specifications or clearly personalised.

Where mixed, tinted or colour-matched paint falls within this statutory exception, it cannot be cancelled for change of mind once it has been produced.

Other statutory exceptions may also apply depending on the nature of the product.

Your rights in relation to faulty, damaged, incorrect or misdescribed goods are not affected.

22. Returning Goods Following Cancellation

If you exercise a statutory right to cancel, you must return eligible goods within 14 days of notifying us of your cancellation, unless we agree otherwise.

Please contact us before sending goods back so that we can confirm the appropriate return procedure.

Unless the goods are faulty, incorrect or otherwise supplied in breach of contract, you are normally responsible for the cost of returning unwanted goods where you have been informed of this in advance.

You remain responsible for taking reasonable care of the goods while they are in your possession.

Certain liquids, aerosols, solvents, adhesives, paints and other restricted products must not be returned through a standard courier or postal service without first contacting us.

Please see our Returns & Refunds Policy for further information.

23. Refunds Following a Statutory Cancellation

Where you validly cancel an eligible online order under your statutory cancellation rights, we will refund the amount paid for the returned goods.

Where the whole order is cancelled, we will also refund the cost of our standard delivery service, where applicable.

If you selected a more expensive delivery option, we are only required to refund an amount equivalent to our standard delivery charge.

We may reduce the refund to reflect any reduction in value caused by handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the goods.

Refunds will be made to the original payment method and within the timeframe required by applicable law.

24. Our Additional 30-Day Returns Policy

In addition to statutory rights, we offer an additional 30-day returns policy for eligible standard products.

Under this goodwill policy, eligible products must normally be:

  • unused;

  • unopened;

  • complete;

  • in their original packaging;

  • in a resalable condition; and

  • accompanied by proof of purchase.

Mixed-to-order, tinted, colour-matched, customised and certain specially ordered or restricted products are excluded from this additional goodwill policy unless we expressly agree otherwise.

Please see our Returns & Refunds Policy for full details.

This additional policy does not reduce your statutory consumer rights.

25. In-Store Purchases

If you purchase goods directly from one of our physical stores, there is no automatic statutory right to return a product simply because you have changed your mind.

Eligible standard products may nevertheless be accepted under our additional 30-day returns policy, subject to its conditions and exclusions.

Your statutory rights remain unaffected where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

26. Faulty, Damaged or Incorrect Goods

We are required to supply goods that meet applicable legal standards, including being of satisfactory quality, fit for their intended purpose where appropriate and as described.

If you receive goods that are:

  • faulty;

  • damaged;

  • incorrect;

  • incomplete; or

  • not as described,

please contact us as soon as reasonably possible.

Where appropriate, please provide your order number and photographs showing the product, packaging and courier label.

Reporting transit damage promptly helps us investigate the matter with the courier but does not reduce your statutory rights.

Depending on the circumstances and your legal rights, the appropriate remedy may include a repair, replacement, price reduction or refund.

Where goods are faulty or incorrectly supplied by us, we will bear reasonable return costs where required.

27. Damaged Paint Tins

Metal paint tins can occasionally suffer minor cosmetic dents during transportation.

A cosmetic dent that does not affect the contents, integrity of the container or usability of the paint does not automatically mean that the paint itself is faulty.

Please contact us if:

  • paint has leaked;

  • the lid or rim is materially damaged;

  • the tin cannot be securely resealed;

  • a significant quantity of paint has been lost; or

  • the product itself appears to have been affected.

We may request photographs and ask you to retain the product and packaging while we investigate.

Nothing in this section limits your statutory rights.

28. Product Suitability and Application

You should read and follow the manufacturer’s instructions, label, technical data sheet and safety information before using a product.

Product suitability can depend on factors including:

  • substrate;

  • previous coatings;

  • preparation;

  • environmental conditions;

  • moisture;

  • application method; and

  • intended use.

If you are unsure which product is suitable, please contact us or the manufacturer before application.

Any general advice we provide is based on the information available to us and the circumstances described by you. It does not replace professional assessment where site-specific technical advice is required.

Nothing in these Terms excludes liability where it would be unlawful to do so.

29. Stock Availability

We make reasonable efforts to maintain accurate stock information, but stock can change quickly because products are sold both online and in our stores.

An item shown as available online may occasionally become unavailable before your order is accepted.

If this happens, we will contact you and may offer:

  • an estimated restock date;

  • an alternative product;

  • a partial fulfilment where appropriate; or

  • cancellation and refund of the unavailable item.

You will not be required to accept a substitute product.

30. Manufacturer Changes

Manufacturers may occasionally change product packaging, labelling, formulation or specifications.

Where a change is minor and does not materially alter the nature or intended use of the product, the product supplied may differ from an older image or packaging shown on our website.

Where we become aware of a material change that would affect the product you ordered, we will take reasonable steps to inform you before supply where appropriate.

31. Our Liability to Consumers

We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that could not reasonably have been foreseen when the contract was made.

If you are purchasing as a consumer, we supply products for private use unless otherwise agreed. We are not responsible under a consumer contract for business losses such as loss of profit, revenue, business opportunity or business interruption.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation; or

  • statutory rights relating to goods that cannot lawfully be excluded.

32. Business Customers

If you purchase goods wholly or mainly for business purposes, statutory rights that apply exclusively to consumers do not apply.

Unless otherwise agreed in writing, we will not be liable to a business customer for indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of opportunity or business interruption arising from an order, except where liability cannot legally be excluded.

Nothing in these Terms excludes liability which cannot lawfully be excluded or limited.

Separate credit account, quotation or trade terms may apply where agreed with you.

33. Events Outside Our Reasonable Control

We are not responsible for failure or delay caused by circumstances outside our reasonable control.

These may include, for example:

  • severe weather;

  • fire or flood;

  • transport disruption;

  • industrial action;

  • courier network disruption;

  • power or telecommunications failure;

  • acts or restrictions of government;

  • import or supply-chain disruption; or

  • other events we could not reasonably prevent.

Where such an event affects your order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.

Your statutory rights remain unaffected.

34. Personal Information

We collect and process personal information in accordance with applicable UK data protection law and our Privacy Policy.

We may need to share relevant information with third parties such as payment providers, delivery companies and service providers where necessary to process and fulfil your order, prevent fraud, comply with legal obligations or operate our services.

Please see our Privacy Policy for information about how we collect, use, retain and protect personal information and how you can exercise your data protection rights.

35. Intellectual Property

The content of our website, including our own text, graphics, logos, page designs and other original materials, is owned by or licensed to Decor Express unless otherwise stated.

Manufacturer names, trademarks, product images and logos remain the property of their respective owners.

You may use our website for personal or legitimate business purchasing purposes but must not reproduce, copy or commercially exploit our original website content without permission where intellectual property rights apply.

36. Complaints

We aim to resolve complaints fairly and promptly.

If you are unhappy with an order or any aspect of our service, please contact us:

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122

or write to:

Decor Express Ltd
44–48 Lavender Hill
London
SW11 5RH

Please provide your order number and relevant details so we can investigate.

37. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, services, policies or legal requirements.

The Terms that apply to your purchase will normally be those in force when your order is placed.

Changes made after we have accepted an order will not retrospectively alter that contract unless required by law or expressly agreed with you.

The latest version will be published on our website with the date it was last updated.

38. If Part of These Terms Is Invalid

Each section of these Terms operates separately.

If any court or relevant authority decides that a provision is unlawful or unenforceable, the remaining provisions will continue to apply.

39. No Waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

Similarly, allowing additional time or making an exception on one occasion does not require us to make the same exception in future.

40. Third-Party Rights

The contract is between you and Decor Express Ltd.

Unless expressly stated otherwise, no other person has any right to enforce these Terms.

41. Governing Law

These Terms and contracts between you and Decor Express Ltd are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you will continue to benefit from any mandatory consumer protections applicable to you and may have rights to bring proceedings in the courts of the part of the United Kingdom in which you live.

For business customers, the courts of England and Wales will have jurisdiction unless otherwise agreed in writing.

42. Contact Us

If you have any questions regarding these Terms & Conditions, please contact:

Decor Express Ltd
44–48 Lavender Hill
London
SW11 5RH

Telephone: 020 7228 1122
Email: sales@decor-express.co.uk

Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible contract. You are not required to use this form and may instead contact us directly with a clear statement that you wish to cancel.

To:

Decor Express Ltd
44–48 Lavender Hill
London
SW11 5RH
sales@decor-express.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods:

Order number:

Ordered on:

Received on:

Name of customer(s):

Address of customer(s):

Signature (only if this form is submitted on paper):

Date: